Team Lead

Description

POSITION SUMMARY

The Member Service Team Lead provides day-to-day support to all Member Service Representatives (MSRs) and Senior MSRs. The Team Lead acts as a liaison to Contact Center management and assists them with special projects and initiatives identified by the team. They also help management identify staffing needs and key coaching/training opportunities. They are the first point of contact for MSRs and Senior MSRs.

The Team Lead demonstrates the ability and desire to be in direct contact with clients both during implementation of services and for ongoing support.

Essential Job Functions

1. Perform all essential duties of Member Service Representatives (MSRs) and Senior MSRs, including handling hot cards, web chats, voicemails, bill pay inquiries, call escalations, and general queue support.

2. Assist with debit card reorder requests when applicable.

3. Coordinate staff schedules, monitor attendance for assigned team members, and report any absences or tardiness to management.

4. Review and send all client communications submitted by agents to ensure professionalism and accuracy.

5. Provide training on a variety of topics as requested by management, such as PC setup, I3 basics, The Learning Center (TLC), call flow orientation, and CUSO culture.

6. Ensure agent compliance with established procedures, including the Processing Guide and Rules of Engagement (ROE) used in daily operations.

7. Support Contact Center management with weekly and monthly reporting; provide performance feedback to assigned team members.

8. Assist in preparing and submitting monthly billing reports.

9. Monitor and assist with inbound call queues as needed to help reduce Average Speed of Answer (ASA) and Abandonment Rate (ABD).

10. Coach agents regularly to support improvement in individual metrics and team or departmental goals.

11. Conduct monthly call scoring for the Outbound and Bilingual MSR teams to support quality assurance.

12. Mentor new agents during their first 90 days by conducting 30-, 60-, and 90-day check-ins and offering ongoing support.

13. Collaborate with management to coordinate training initiatives for key Contact Center functions.

14. Monitor agent break, lunch, and personal time schedules to ensure adequate coverage across all phone queues and web chat.

15. Perform additional duties as assigned to support organizational goals and evolving business needs.

Job Qualifications

1. High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience with a focus call center operations or leadership.

2. 2-3 years of experience in one of the following banking, credit unions or Credit Union Service Organizations (CUSOs), customer service, call center or financial services is required.

3. Meet or exceed the requirements and Job duties and qualifications of an MSR and Senior MSR.

4. Demonstrated ability to train staff and clients using phone, web conference and in person.

5. Excellent phone etiquette is required.

6. Advanced knowledge of credit union operations, regulations, and procedures, the Xtension Call Center, and Member Reach processes and demonstrates a vested interest in the success of these partners.

7. Advanced knowledge of CU*BASE required.

8. Self-motivated and results-oriented, with a demonstrated ability to compete tasks with minimal oversight.

9. Well-organized with the ability to prioritize tasks and manage multiple projects in a deadline-focused setting while working independently.

10. Able to make sound decisions, using good judgment when handling challenges.

11. Clear and professional in both written and verbal communication.

12. Handles sensitive information with professionalism and respect for confidentiality.

13. Alignment with and commitment to the organization's mission, vision, and cooperative values.

14. Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).

15. Excellent attention to detail and accuracy.

16. Ability to operate telephone, photocopier, fax machines and PC workstation.

17. Regular and predictable attendance.

18. Ability to maintain and present a positive and professional attitude.

19. Capable of analyzing problems and approaching solutions with a logical mindset.

20. Communicate effectively with a variety of audiences in both individual and group settings, including informal presentations, phone conversations, virtual meetings, and in-person interactions.

21. Able to build and maintain strong working relationships across teams and with partners.

Requirements

Business Continuity

Responsible for duties as outlined in the Team Roles and Responsibilities section of the Xtend Business and Continuity Recovery Plan.

Work Environment & Physical Activities

Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company.

Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse. Visual color discrimination (the ability to match or detect differences between colors, including shades of color and brightness) is necessary to ensure company standards are met.

Notice

This job description is not intended to be, nor should be construed as a contract for employment. Employment at Xtend is on an at-will basis, unless otherwise stated in a written individual employment agreement signed by the CEO of the company. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be.

Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship. Xtend is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. Xtend is an Equal Opportunity Employer. Xtend is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.